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A study on relationship between service quality and customer satisfaction: a case study of TMNET customers, Melaka. / Siti Rahmah Abdol Rahim

This research is about a study on the relationship bet'Neen service quality and customer satisfaction in TMNET Melaka. Elements of reliability, tangibility and responsiveness of service quality have been identified in order to investigate whether or not these variables have relationship with...

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Format: Student Project
Published: Faculty of Business and Management 2008
Online Access:http://ir.uitm.edu.my/id/eprint/18028/
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spelling my.uitm.ir.180282017-10-24T07:34:01Z http://ir.uitm.edu.my/id/eprint/18028/ A study on relationship between service quality and customer satisfaction: a case study of TMNET customers, Melaka. / Siti Rahmah Abdol Rahim This research is about a study on the relationship bet'Neen service quality and customer satisfaction in TMNET Melaka. Elements of reliability, tangibility and responsiveness of service quality have been identified in order to investigate whether or not these variables have relationship with customer satisfaction. The survey is conducted for TMNET customers. Those respondents come from various job specifications. There are 26 questions in the questionnaire and the sample size for this study is 120 respondents. Through out the survey, only 100 questionnaires were returned. Data obtained using two methods that are primary and secondary data. The primary data was questionnaire that required the respondents to answer the questionnaire that contain elements which potentially have relationship with customer satisfaction. In this study, data are analyzed using reliability test, frequency analysis, and ANOVA test analysis through SPSS Program. The result of this study showed that only two out of three from independent variables were significant which are reliability and tangibility has a significant relationship with the customer satisfaction. Meanwhile responsiveness has no significant relationship with customer satisfaction. Faculty of Business and Management 2008 Student Project NonPeerReviewed UNSPECIFIED (2008) A study on relationship between service quality and customer satisfaction: a case study of TMNET customers, Melaka. / Siti Rahmah Abdol Rahim. [Student Project] (Unpublished)
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
description This research is about a study on the relationship bet'Neen service quality and customer satisfaction in TMNET Melaka. Elements of reliability, tangibility and responsiveness of service quality have been identified in order to investigate whether or not these variables have relationship with customer satisfaction. The survey is conducted for TMNET customers. Those respondents come from various job specifications. There are 26 questions in the questionnaire and the sample size for this study is 120 respondents. Through out the survey, only 100 questionnaires were returned. Data obtained using two methods that are primary and secondary data. The primary data was questionnaire that required the respondents to answer the questionnaire that contain elements which potentially have relationship with customer satisfaction. In this study, data are analyzed using reliability test, frequency analysis, and ANOVA test analysis through SPSS Program. The result of this study showed that only two out of three from independent variables were significant which are reliability and tangibility has a significant relationship with the customer satisfaction. Meanwhile responsiveness has no significant relationship with customer satisfaction.
format Student Project
title A study on relationship between service quality and customer satisfaction: a case study of TMNET customers, Melaka. / Siti Rahmah Abdol Rahim
spellingShingle A study on relationship between service quality and customer satisfaction: a case study of TMNET customers, Melaka. / Siti Rahmah Abdol Rahim
title_short A study on relationship between service quality and customer satisfaction: a case study of TMNET customers, Melaka. / Siti Rahmah Abdol Rahim
title_full A study on relationship between service quality and customer satisfaction: a case study of TMNET customers, Melaka. / Siti Rahmah Abdol Rahim
title_fullStr A study on relationship between service quality and customer satisfaction: a case study of TMNET customers, Melaka. / Siti Rahmah Abdol Rahim
title_full_unstemmed A study on relationship between service quality and customer satisfaction: a case study of TMNET customers, Melaka. / Siti Rahmah Abdol Rahim
title_sort study on relationship between service quality and customer satisfaction: a case study of tmnet customers, melaka. / siti rahmah abdol rahim
publisher Faculty of Business and Management
publishDate 2008
url http://ir.uitm.edu.my/id/eprint/18028/
_version_ 1685649024777977856
score 13.211869

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